Answers should be easy to find. Browse the information below to find answers to frequently asked technical questions. If you still can’t find what you’re looking for, contact us at 800-859-2144 or 651-662-5065.

Browser Information

What browser should I use?
We recommend using a browser that’s JavaScript-compatible. The following browsers will work with this site:
•    Firefox 2.0.07
•    Microsoft Internet Explorer 7.0, 8.0
•    Safari 419.3 (v2.x)

How do I clear my browser’s cache?
Cache (pronounced “cash”) is the location for temporary storage of information, such as recently visited web pages. Clearing the cache removes any temporary stored files and loads pages directly from the server. The method for clearing cache varies from browser to browser. On your browser menu bar, look for an option such as “tools” or “preferences” or “clear history.” If in doubt, refer to your browser’s help menu.

Why am I missing parts of the web page?
Sometimes when a browser is downloading information, it doesn’t receive all the data from the server. This could leave empty spaces where the images should be. If a page doesn’t load completely, click your browser’s reload or refresh button. If this doesn’t work, you may need to clear the cache (memory) on your browser. If the images don’t appear after trying these solutions, call the customer service number on the back of your member ID card.

What are cookies?
A cookie is a small file that stores information about visitors to a web site and maintains the security and continuity of your online session. A cookie is accessible only by the web site that created it. This site uses session cookies. They are put in your browser’s memory during each session and are automatically deleted when you end your session.

Why does this site use cookies?
This site uses session cookies so we can give you information specific to your employer, coverage plan and personal accounts. Cookies also allow us to maintain the continuity and security of your online session. When your browser is installed, it’s automatically set to accept cookies. If you’ve changed your browser settings to disable cookies, each time you go to this site you’ll get a message that you need to accept cookies to use the site. To avoid repeatedly receiving these messages, set your browser to accept cookies without notification or warning. The method for changing your browser settings varies from browser to browser. If in doubt, refer to your browser’s help menu.

Computer Settings

What display settings do I need on my computer?
The best display setting for viewing this site is 32-bit color at 1024 x 768 screen resolution.

Not all the text shows on the screen. Why do I have to scroll to see all of it?
Several things could cause this to happen:

• Your computer monitor may be set to a display size of 640 by 480. Try changing your display setting to 800 by 600.
• Your browser window may be open to a smaller size, try enlarging your browser window to a full screen size. You may then need to click your browser’s reload or refresh button to update the page.
• Your browser may be set to display text in a larger size. To display the text in a smaller size, go to the “Type Size” section at the top of the screen and click the text size that you want.

Why does the text on my screen look so small?
Several things could cause this to happen:

• Your computer monitor may be set to a display size greater than 1024 x 768. Try changing it to that size.
• Your browser may be set to display text in a smaller size. To display the text in a larger size, go to the “type size” section at the top of the screen and click the text size that you prefer.

Connection Information

Why am I sometimes disconnected from this web site?
If your session is inactive (no keystrokes) for more than 30 minutes, your session will be automatically ended as a security safeguard.

Why can I connect to this site at home, but not at work?
You could be hitting your company’s firewall. This is a security measure that protects your company’s network from unauthorized Internet activity. Check with your network administrator to see if your company has access restrictions and if they can be modified so you can visit this web site from work.

Why can’t I access my information?
Several things could prevent you from opening your information:

• You may have bookmarked your sign-in session. You can’t return to a session without signing in. For security reasons, you must sign in every time you use the service center.
• For a few hours on Tuesday, Thursday and Sunday nights after midnight Central Time, some of our systems may be unavailable. If you’re trying to view your information during these times, try again later.

Access Information

Why doesn’t my user name or password work?
Your user name must be 6 to 14 characters. If you have trouble remembering your user name, please choose the "forgot your user name and password?” link and follow the instructions. If you try to sign in with the wrong user name too many times, your account will be locked.

What happens if my access is locked?
If your access is disabled due to invalid sign-in attempts, we’ll mail you your sign-in information. This letter will be addressed to you and mailed to the address on our records. We’ll also reactivate your account so that by the time you receive the letter you’ll be able to sign in. For your security, we can’t reactivate accounts or provide sign-in information by phone.

Contact Information

What should I do before I call technical support?
You can resolve most problems in a few simple steps. Try these things before calling:

• Click your browser’s reload or refresh button.
• Clear the browser cache on your computer.
• Make sure the problem isn’t browser-related. You can do this by trying to connect to a different web site using your current browser and Internet settings.
  
• Sign out of the service center and then sign back in.
  
• Close your browser, open it again and then sign back in to the service center.
• Close all your applications, shut down your computer, restart your computer and then sign back in to the service center.

What are the hours for technical support?
Technical support is available during normal customer service hours. Call Customer Service at 1-800-859-2144.